Patient Access Lead

This position will assist to coordinate and facilitate the flow of patient access within the clinic. The Patient Access Lead will collaborate with clinic staff and providers regarding proposed scheduling guidelines. This position will assist in the development, analyze and maintain standards of excellent for patient registration, scheduling and check in/ checkout. This position will also assist their manager, department staff and providers in daily functions.

• Answer and direct incoming phone calls for the WCHC Clinics to the appropriate personnel or department.
• Perform or facilitate training and onboarding for new patient access staff.
• Recognizes and encourages behaviors that contribute to teamwork.
• Participate in quality improvement through identification and resolution of problems.
• Function as a liaison between clinic patient access staff, management and providers.
• Schedule, reschedule and cancel appointments for providers following scheduling guidelines.
• Works with manager on staff scheduling and time off requests.

EDUCATION AND/OR EXPERIENCE
• High School diploma or equivalent is preferred.
• Previous customer service experience is required.
• Previous experience working in a medical clinic office or similar setting is preferred.

SKILLS AND ABILITIES
• Effective interpersonal and communication skills in order to acquire needed information and maintain cooperative working relationships with staff and patients.
• Ability to express information clearly in writing and conversation.
• Perform duties in an effective and organized manner.
• The ability to look for opportunities to do more or make performance improvements.
• Develops more efficient ways to perform tasks and responsibilities.
• Goes above and beyond to provide assistance, information or support to others to build and maintain relationship.
• Ability to collaborate and share efficiencies with others to improve patients’ experiences.
• Strong critical thinking and problem solving skills.
• Quickly and effectively solves customers concerns and escalates when needed.
• Ensures information is effectively exchanged with others.
• Must possess strong and effective computer skills.
• Must have the ability to work closely with teammates and other staff.